From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3
Sent: Thursday, September 07, 2006 5:01 PM
To: [email protected]
Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Warren:
Not to expand on this but note my reply to Claire.
And there are books and articles on the
reverse. Dell decided to shutdown the Austin, Texas call center. A very
large customer called in to a high level executive advising them that that
company was cancelling their present order and would not buy anymore Dell
products. In about three weeks, there were ads in the papers advising that
the call center was reopening and that former Dell employees would be rehired
without any loss of time (as if they were not laid off in the first
place.)
James McKenzie
________________________________
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of
Warren Baltimore
Sent: Thursday, September 07, 2006 1:56
PM
To: [email protected]
Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
**
Keynote Speaker - Geoffrey Moore ,
Managing Director, TCG Advisors and Author of Crossing the Chasm
He talked about how Outsourcing
is not neccesarily a bad thing. It allows the organization to refocus on
new tasks by retasking those who were doing support. I'm not sure I buy
into all of it. And this is not a very good explanation of an hour long
talk. Anybody else care to explain mr. Moore's ideas?
Warren
On 9/7/06, McKenzie, James J C-E LCMC
HQISEC/L3 <[EMAIL PROTECTED]> wrote:
**
Warren:
Details for
those of us not able to go to BUW?
James
McKenzie
________________________________
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Warren Baltimore
Sent: Thursday,
September 07, 2006 1:48 PM
To: [email protected] <mailto:[email protected]>
Subject: Re:
I Am Outraged! - BMC/Remedy is Outsourcing Support!!
**
Well....
That explains
the Keynote speaker at this years User World (if it's true). I wouldn't
freak just yet.
Warren
On 9/7/06, Jamahowal
Pinitubel <[EMAIL PROTECTED]> wrote:
Hello community,
I have it on good authority
from one of my contacts at BMC that they will be
starting to outsource their
support to Pune, India and Dublin, Ireland very
shortly.
Am I the only one who is
outraged by this?
Our company already pays an
unconscionable amount of money for Remedy
Support. If they start to
outsource I can guarantee you that our company
will stop paying for support
altogether next year because they will be
diminishing the value of this
support drastically but our maintenance fees
will not be discounted.
So THEY will be saving a ton
of money by giving us compromised support but
they will not be compensating
us in any way (and we just renewed our
maintenance contract before I
was told of this!).
In my experience, the second
most valuable thing besides the actual AR
System platform from Remedy is
their support teams and infrastructure. If
BMC is going to start carving
the support infrastructure up and outsourcing
it, then thay are going to
lose the second most valuable pool of Remedy
professionals next to the
engineers themselves.
What is BMC thinking? The
executives are obviously boneheads who have NO
IDEA of the value of the
Remedy AR System product line and the Remedy
support infrastructure.
I have emailed Bob Beauchamp
but have not had a response from him regarding
this direction.
If we can no longer rely on
the past stellar support for this product, which
is critical to us in our rapid
development environment, we are going to
seriously consider moving to
another development platform entirely where
they have on-site
American/English speaking professionals - not underpayed
call centre (KB screen-reader)
reps who have no understanding and no context
of the platform, and no
relationships & restricted escalation paths with the
Remedy software engineering
community.
As a longtime customer, I am
personally outraged by this move and I am
insulted that BMC has not
contacted us nor have they solicited feedback on
this initiative.
What does everyone else think?
(Please, EVERYONE chime in on this)
What can we do to get BMC to
keep their existing support infrastructure and
stop them from farming out
their support to people who can not even speak
clear American English?
JP
_________________________________________________________________
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Warren R.
Baltimore II
Remedy Developer
UW Medicine IT Services
School of
Medicine
University of Washington
Box 358220
1325 Fourth
Ave, Suite 2000
Seattle, WA 98101
The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __20060125_______________________This posting was submitted with HTML in it___
__20060125_______________________This posting was submitted with HTML in it___
--
Warren R. Baltimore II
Remedy Developer
UW Medicine IT
Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA
98101
The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __20060125_______________________This posting was submitted with HTML in it___
__20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___
